Employee Delivery Dashboard Guide

Introduction

This guide provides an overview of the Employee Delivery Dashboard, designed to optimize delivery results by tracking and analyzing tickets and performance metrics at the employee level. By following this guide, you will learn how to navigate the dashboard, understand key metrics, and effectively manage your tasks.

Step-by-Step Instructions

Accessing the Delivery Dashboard

To begin using the delivery dashboard, navigate to the designated platform where the dashboard is hosted. This dashboard is tailored to assist employees in managing their deliveries efficiently.

Viewing Open Tickets

The dashboard displays open tickets, categorized into processing and reviewing. This section helps you keep track of pending tasks and prioritize accordingly.

Open tickets, both processing and reviewing

Filtering Tickets by Employee

To view tickets specific to you, select your name from the dropdown menu and click "Update Filter." This action will display only the tickets where you are involved as a processor or reviewer.

Select your name, click, and update filter

Reviewing Monthly Ticket Information

The dashboard provides additional insights into open tickets at a monthly level, helping you understand the volume and status of your tasks over time.

Analyzing Closed Ticket Indicators

Metrics related to closed tickets are available, including the number of tickets closed per month and employee, accuracy, and processing timeliness. These indicators help assess performance and efficiency.

Understanding Error Catch Rate and QC Completion

The dashboard also tracks the error catch rate, reviewing timeliness, and Quality Control (QC) completion. Maintaining a 100% QC completion rate is essential for ensuring quality standards.

Error catch rate, reviewing timeliness, and QC completion

Monitoring Average Handle Time (AST)

Average Handle Time (AST) is displayed for both processing and reviewing tasks. Monitoring AST helps in managing time efficiently and improving task handling.

Average handle time displayed by processing and reviewing

Evaluating Ticket Hygiene

Ticket hygiene measures the percentage of processed tickets that comply with standards. A higher percentage indicates better hygiene, and the target is set at 3%.

Navigating Additional Features

Scroll further down the dashboard to access more detailed reports and insights, aiding in comprehensive performance analysis.

Further details and insights in the dashboard

Conclusion

The Employee Delivery Dashboard is a powerful tool for optimizing delivery operations by providing key insights into ticket management and employee performance. By effectively utilizing this dashboard, employees can enhance their productivity and ensure high-quality service delivery.